Adecco Customer Service Supervisor

Customer Care Supervisor

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.

 

Employee Relations Management:

  • Uphold all Fair Employment policies and perform Human Resources related tasks as directed by Human Resources.
  • Lead by example and promote a positive and productive atmosphere, which supports all company goals and objectives.
  • Mentor and coach direct reports on a daily basis to provide valuable feedback, promote professionalism, and develop an individual growth plan.
  • Recognize and resolve conflicts that might inhibit individual and team performance.
  • Evaluate team performance and identify areas that require coaching and develop performance plan to overcome any employee performance difficulties.
  • Develop a strong promotional path within direct reporting team.
  • Manage small to large team of sales and service agents.
  • Review etime time stamps for employee pay. Correct if needed then approve.

 

Sale and Service Management:

  • Observe agent metrics statistics with the goal of consistently achieving vertical metrics goals.
  • May attend weekly conference call(s) to provide information regarding customer sales and service.
  • Develop strategies that will enhance repeat business
  • Coach representatives on basic sales techniques such as cross selling and up selling.
  • Ensure that agents have access to vendor product information and utilize all available tools
  • Continually search for new ways to increase customer satisfaction.
  • Monitor vertical occupancy and SLAs to ensure appropriate staffing each day

 

Qualifications:

  • At least 2 years of customer service and sales experience
  • 1-2 years of Previous Team Lead / Management experience in retail or customer service environment
  • Excellent phone etiquette, email skills, organization, attention to detail, and follow-up skills
  • Advanced computer skills and the ability to learn new systems quickly
  • Highly professional and effective written and verbal communication skills
  • Excellent interpersonal and conflict resolution skills
  • Strong analytical and problem solving abilities
  • Flexibility to work a non-traditional schedule on a year-round basis including extended hours

  • Apply with Adecco

Reference number US_EN_99_020476_11965929